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Developing Managed Care    Pull-Through Program Excellence                 Best Practices, LLC          Strategic Benchmar...
Research Objective, Methodology & Topic AreasThis benchmarking research will provide comparative metrics that pull-through...
Benchmark Research Participants    Participants in this benchmarking research included 33 respondents at 24 leading    pha...
Sample Key FindingsThe following key findings and insights are among those that emerged from the fieldsurveys and executiv...
Support Programs Influence Pull-Through EffectivenessAs many as 45% of research participants find that programs have a hig...
Companies Target Multiple Customer Groups beyond Providers Companies most frequently aim their pull-through efforts at phy...
District & Account Manager Roles Are Distinct but Changing Interviewed partners identified distinct roles in pull-through ...
Use District Managers to Maintain Pull-Through MomentumPull-through initiatives can lose steam quickly unless there is a d...
About Best Practices, LLC      Best Practices, LLC is a research and consulting firm that conducts work based on      the ...
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Managed Care Pull-Through Excellence: From Formulary Access to Increased Market Share Report Summary

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In today's pharmaceutical marketplace, companies not only have to fight to win product placement on Managed Care formularies but also to "pull through" the business and increase market share after a formulary win. To benefit from formulary wins, savvy companies ensure that their sales forces and account management teams have the necessary skills and tools to pull-through demand for the favored products and increase sales.
Study Objective
: This research was launched to investigate pull-through challenges and the best practices that companies have developed to overcome them. The research will enable pharmaceutical, bio-pharmaceutical and medical device company leadership to identify program gaps, uncover insights and discover successful best practices to share with their employees.

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Managed Care Pull-Through Excellence: From Formulary Access to Increased Market Share Report Summary

  1. 1. Developing Managed Care Pull-Through Program Excellence Best Practices, LLC Strategic Benchmarking Research1 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  2. 2. Research Objective, Methodology & Topic AreasThis benchmarking research will provide comparative metrics that pull-throughleaders can use to evaluate their programs against those at other companies. Study Objective & Methodology Key Topic Areas Program types The objective of this benchmarking research was to identify best strategies Targeted customer groups and tactics for increasing Managed Program leadership Care pull-through for pharmaceutical, biotechnology and medical device Process excellence products. Training Tools & templates Best Practices, LLC collected data for Education topics for healthcare this study through on online survey of providers & patients 33 pull-through and sales leaders at 24 companies. Education channels & media KOL management In addition, interviews were conducted Effectiveness measurement with selected respondents from five Resource levels for pull-through companies to collect executive Top challenges insights on pull-through effectiveness. Best practices2 Copyright © Best Practices®, LLC Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  3. 3. Benchmark Research Participants Participants in this benchmarking research included 33 respondents at 24 leading pharmaceutical, biotech and medical device companies. Participants Survey Only Participating Companies include Abbott, Alcon, Allergan, AstraZeneca, Bayer, Boehringer Ingelheim, Caldera, Daiichi-Sankyo, Galderma, GlaxoSmithKline, Johnson & Johnson, Merck, Novo Nordisk, Perkin Elmer, Pfizer, Sanofi-Aventis, Smith & Nephew, Solvay, Takeda, Taro, Tibotec, Upsher-Smith, Wyeth and Xanodyne.3 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  4. 4. Sample Key FindingsThe following key findings and insights are among those that emerged from the fieldsurveys and executive interviews. Programs: Pull-through programs can be highly effective at driving results. In rating four types of pull-through programs, 45% of benchmark participants gave the top rating of “high impact” to general pull-through support programs (aimed at increasing provider awareness of products), while 24% rated therapeutic intervention programs and 23% rated education support programs “high impact.” In contrast, only 4% found adherence/persistency programs to have a high impact. Provider Education Topics: The most effective topics for healthcare-provider education programs are clinical data and practice guidelines, according to study participants. Adherence and disease management issues are also rated effective by more than a third. Training: More than 80% of study participants agree that they have received the training necessary to understand and execute pull-through. A majority agree that educators in their therapeutic area are important to pull-through, but only 24% strongly agree.4 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  5. 5. Support Programs Influence Pull-Through EffectivenessAs many as 45% of research participants find that programs have a high impact onpull-through effectiveness. General pull-through support is the highest ratedprogram type. Q. Please rate the impact of each of the following program types on your pull-through effectiveness. (Choose one for each program type.) Program Impact High Impact Moderate Impact Total Pull-through support 45% 45% (n=31) 90% Therapeutic 24% 60% (n=25) 84% intervention Education support 23% 60% (n=30) 83% Adherence/persistency 57% (n=23) 4% 61% programs % Responses5 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  6. 6. Companies Target Multiple Customer Groups beyond Providers Companies most frequently aim their pull-through efforts at physicians and physicians’ staff, but patients, health plan members, government agencies and large employers are also common pull-through targets. Q. Which of the following customer groups do your pull-through programs target? (Check all that apply.) Customers Targeted by Pull-Through Programs Physicians 97% Clinical/office staff 79% Patients 58% Health care plan members 52% State Medicaid 42% Medicare 42% Large employers 36% Employer Coalitions 30% Other: Educators 30% • Pharmacists (2) • ADAP programs Other 12% • Full Risk/Medicaid/SCHIPS type plans (n=33) % Respondents 6 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  7. 7. District & Account Manager Roles Are Distinct but Changing Interviewed partners identified distinct roles in pull-through for district and account managers today, but noted that at some companies AMs are taking increased ownership of the pull-through process beyond the contracting stage. Traditionally, account managers run things until a contract is signed and then “hand off” leadership to the field. Today, AMs remain involved with edits, messaging and more. Account Manager Roles District (1st Line) Sales Manager Roles Planning, strategy Eliminate distractions & conflicting priorities for Create account access the reps to help them clear their plates for a pull- through initiative. – “Be a filter not a funnel.” Communicate depth & breadth of each new opportunity Set & monitor individual goals/ results Communicate intricacies of the win— Provide training/ message customization based why decisions were made, any extra steps on knowledge of unique regional plan or that will be required of providers, etc. customer relationship Help sales team integrate product Mobilize reps, providing call plan & tools message into a Managed Care “wrapper” Help reps target appropriate prescribers Work to prevent or (affected by a formulary change) overcome NDC blocks Measure & report results of Ensure edits are made initiatives Participate on cross- Provide progress data to field channel business calls Recognize individual achievers on Work with payers to make a regular & frequent basis sure they follow through with Maintain momentum/ attention for actions necessary to achieve pull-through efforts through contests, pull-through (send doctor rewards & general communication letters, etc.) 7 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  8. 8. Use District Managers to Maintain Pull-Through MomentumPull-through initiatives can lose steam quickly unless there is a driver measuring andreporting the progress. One executive described best practices he has used to keepthe field focused and interested in “All too often, pull-through initiatives lose District Managers Can Maintain Pull-Through focus and stall. You need someone driving, Momentum By: measuring and reporting the progress. When Providing progress data as the initiative I’ve seen pull-through work, it was because continues the district sales manager took ownership. The account manger creates access and Making sure monthly reports get to the field communicates the pull-through opportunity, Keeping attention on the pull-through effort but the ultimate responsibility is with the through running contests toward weekly goals DSM and the reps. They are the tip of the spear. The DSM provides the tools, tactics, Rewarding and recognizing top performers individual goals and metrics needed to on a weekly basis accomplish the job.” Publicizing rep successes — Interviewed Associate Director Making sure successes are entered in reps’ personnel records Partnering with account managers Ensuring good two-way communications are in place between account management and the field8 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC
  9. 9. About Best Practices, LLC Best Practices, LLC is a research and consulting firm that conducts work based on the simple yet profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies. Best Practices, LLC 6350 Quadrangle Drive, Suite 200, Chapel Hill, NC 27517 919-403-0251 best@best-in-class.com www3.best-in-class.com 9 Copyright © Best Practices®, LLC BEST PRACTICES, ® LLC

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